Evaluation of information, expectation and satisfaction in hospitalized patients; Observational survey study

Authors

Keywords:

Satisfaction, Hospitalized patients, Expectation

Abstract

Aim: Evaluating the satisfaction of hospitalized patients can be worth as much as the service quality provided. For the improvements to be made in this regard, satisfaction, knowledge and expectations should be determined. In this study we wanted to determine the current situation in a tertiary hospital.
Methods: Survey-based observational study was planned. A two-stage questionnaire was developed for hospitalization and discharge, respectively. After the number of samples was determined, the patients who were treated for at least three days in the surgical clinic were taken to the study. In the analysis, descriptive statistics (number, percent), mean (standard deviation) for appropriate numerical data for normal distribution were used.
Results: One-hundred-and-fifteen patients were included in the study and questionnaires were administered. The mean age of the patients was 43.2 (16.2), 44 were male and 71 were female. Education and monthly income were found to be low in most of the patients. The most important situation in choosing our hospital was found to be inadequate economic situation. Although 60% of patients do not admit that every procedure is a risk, only 35.7% of patients in any complication stated that they could trust their doctor. When the satisfaction of the hospital was questioned in the exit questionnaire, an average of 7.5 (2) out of 10 was found.
Conclusion: It is necessary to increase the level of satisfaction, to question different dimensions of services, to give importance to patient demands, to question quality work of hospital employees, to determine difficulties and to reevaluate patient satisfaction at regular intervals.

Downloads

Download data is not yet available.

References

Carr-Hill AR. The measurement of patient satisfaction. J Public Health Med. 1992;14:236-49.

Tezcan S, Altuntaş KH ,Yeşildal N. Hacettepe Üniversitesi İhsan Doğramacı çocuk hastanesi polikliniklerine başvuran hastaların hizmetlerden memnuniyet düzeyi. Hacettepe Tıp Dergisi. 1999;3:267-85.

Williams B, Patient satisfaction: a valid concept? Soc Sci Med. 1994;38:509-16.

Andaleb S. Service quality perceptions and patient satisfaction a study of hospitals in a developing country. Soc Sci Med. 2001;52:1359-70.

Wilkin D, Hallam L, Dogget MA. Measures of need and outcome for primary health care. Oxford, Oxford University Press. 1992; p. 16-18.

Yılmaz M. Sağlık bakım kalitesinin bir ölçütü: hasta memnuniyeti. C. Ü. Hemşirelik Yüksekokulu Dergisi. 2001;5:69-74.

Sağlık Bakanlığı, Memnuniyet Anketleri Uygulama Rehberi. (Versiyon-2.0; Revizyon-00) 1.Baskı: Ankara, Kasım 2015, http://www.asm.gov.tr/UploadGenelDosyalar/Dosyalar/143/B%C4%B0LG%C4%B0/13_04_2017_11_36_07.pdf Last access date: 9 November 2017

Şahin TK, Bakici H, Bilban S, Dinçer Ş, Yurtçu M, Günel E. Meram tıp fakültesi çocuk cerrahisi servisinde yatan hasta yakınlarının memnuniyetinin araştırılması. Genel Tıp Dergisi. 2005;15:137-42.

Ercan İ, Ediz B, Kan İ. Sağlık kurumlarında teknik olmayan boyut için hizmet memnuniyetini ölçebilmek amacıyla geliştirilen ölçek. Uludağ Üniversitesi Tıp Fakültesi Dergisi. 2004;30:151-7.

Tükel B, Acuner AM, Önder ÖR, Üzgül A. Ankara Üniversitesi İbn–i Sina Hastanesi’nde yatan hasta memnuniyeti (genel cerrahi anabilim dali örneği). Ankara Üniversitesi Tıp Fakültesi Mecmuası. 2004;57:206.

Patwardhan A, Patwardhan D. Business process re-engineering--saviour or just another fad? One UK health care perspective. Int J Health Care Qual Assur. 2008;21:289-96.

Kızılcan F. Bayındır hastanesi toplam kalite yönetimi uygulamaları. 2005; s: 4.

Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. Journal of Marketing. 1985;49:41-50.

Malcolm CE, Wong KK, Elwood-Martin R. Patients' perceptions and experiences of family medicine residents in the office. Can Fam Physician. 2008;54:570-1.

Huber JP, Saldutto B, Hürny C, Conzelmann M, Beutler M, Fusek M, Münzer T. Assessment of patient satisfaction in geriatric hospitals: a methodological pilot study. Z Gerontol Geriatr. 2008;41:124-31.

Tervo-Heikkinen T, Kvist T, Partanen P, Vehviläinen-Julkunen K, Aalto P. Patient satisfaction as a positive nursing outcome. J Nurs Care Qual. 2008;23:58-65.

Vinagre MH, Neves J. The influence of service quality and patients' emotions on satisfaction. Int J Health Care Qual Assur. 2008;21:87-103.

Özer A, Çakıl E. Sağlık hizmetlerinde hasta memnuniyetini etkileyen faktörler. Tıp Araştırmaları Dergisi. 2007;5:140-3.

Demir T, Açık Y, Kaya MK, Deveci SE, Pirinççi E, Yıldırım B, Oguzöncül AF, Ozan AT. Fırat üniversitesi tıp fakültesi göz hastalıkları anabilim dalı'na poliklinik ya da klinik hizmeti almak için başvuran hastaların sunulan hizmetten memnuniyet düzeyleri. Fırat Üniversitesi Sağlık Bilimleri Tıp Dergisi. 2009;23:119-24.

Konca GE, İlhan MN, Bumin MA. Yatarak tedavi gören hastaların hastane çalışanları ve hastane hizmetlerinden beklentileri ve beklentilerine ilişkin memnuniyet durumlarının değerlendirilmesi, Gazi Tıp Dergisi. 2006;17:42-52.

Hekkert KD, Cihangir S, Kleefstra MS, Berg BVD, Kool BR. Patient satisfaction revisited: a multilevel approach. Soc Sci Med. 2009;69:68-75.

Quintana JM, González N, Bilbao A, Aizpuru F, Escobar A, Esteban C. Predictors of patient satisfaction with hospital health care. BMC Health Serv Res. 2006;6:102.

Taşdelen Y, Yağcı I, Aydın F, Kıvrak Y. Hidden details in cases with palpitation complaints: Type D personality depression and anxiety. J Surg Med. 2018;2(1):6-10.

Atadağ Y, Aydın A, Köşker HD, Kaya D, Başak F. Vitamin B12 ve depresyon-aksiyete bozuklukları ilişkisi: Retrospektif kohort çalışma. Arch Clin Exp Med. 2017;2(1):6-8.

Atadağ Y, Öksüz A. Relationship of depression to diabetes, prediabetes and nondiabetics according to HbA1c classification: Retrospective study on 72,175 patients. J Surg Med. 2017;1(3):52-5.

Basak F, Hasbahceci M, Guner S, Sisik A, Acar A, Yucel M, et al. Prediction of anxiety and depression in general surgery inpatients: A prospective cohort study of 200 consecutive patients. Int J Surg. 2015 Nov;23(Pt A):18-22.

Downloads

Published

2019-05-28

Issue

Section

Research Article

How to Cite

1.
Çalışkan YK, Başak F. Evaluation of information, expectation and satisfaction in hospitalized patients; Observational survey study. J Surg Med [Internet]. 2019 May 28 [cited 2022 Aug. 18];3(5):353-6. Available from: https://jsurgmed.com/article/view/560209